Troubleshooting

Most problems have a quick fix. Find what you see below. Still stuck? Write to support@playgent.com with the game's name and the page it's on.

The game doesn't show on my page

Check the code is all there. You need both the div and the script line. Some editors drop the script: see Website builders.
Check the id. Open your browser's console. A wrong id shows a message starting with Playgent: data-id. Copy the code again from the game's Embed dialog.
Scroll down to it. Games load when they come near the screen.
Check your security headers. If your site sends a Content-Security-Policy, allow Playgent as shown in the Embed reference.

Your workspace limits which sites can show games, and this page's address isn't on the list. Add it in Your sites. Check:

www.example.com and example.com are different sites, unless you turned on Include subdomains.
Builders such as Wix run your code on their own address. See Website builders.
Testing on your computer? Use localhost or 127.0.0.1.

The game isn't live. One of these:

It was never published, or someone took it offline. Press Publish or Publish again.
It was deleted.
The workspace has had no plan for more than 7 days, so live games are paused. Pick a plan in SettingsBilling and they come back on their own.

The reader's connection dropped while the game loaded. Reloading usually fixes it. If it happens for everyone, write to support.

Did you update the game? Edits stay private until you press Update, then Publish changes. See Publish and update.
Give it a minute. Players see updates within about a minute.
Check the right game. Copy the code from the game's Embed dialog and compare its data-id.

Too small or cut off? The game needs up to 560 px of width. If it sits in a narrow column, give it more room.
The page jumps while it loads? Keep the style="min-height:640px" from the code, or set the same height in your CSS.
Wrong font or colors? Set them in the game's Style, then update.

Problem	Fix
No leaderboard in the game	Turn on Leaderboard in Features, then update. The game must be Daily or Pinned, on the Team plan or the trial.
No rank on the end screen	Turn on End screen in Features.
My readers show made-up names	Your page isn't calling `Playgent.identify()`, or calls it without a `name`. See signed-in readers.
Results arrive with `verified: false`	The `sig` is missing or wrong. Test it with the signature checker.
Your server must answer with the challenge.	Your webhook must answer `2xx` with `{"challenge": "…"}`. See the test event.
We could not reach that address.	Your server must be reachable on the public internet over `https`, and answer within 8 seconds.

Problem	Fix
This workspace has used up its balance.	Top up in SettingsUsage, or add your own model key.
This workspace needs a plan to keep building.	Pick a plan in SettingsBilling.
You can view games but not create them	Your role is Analyst. Ask an Owner or Admin for Editor or above.
A puzzle fill stopped partway	Open Schedule and press Generate the rest.
The chat won't add a picture	Pictures are added in the Editor: open a puzzle and press Add picture.

Write to support@playgent.com, or press Help › Contact support in Studio. Include the game's name, the page address and what you see.